The Department of Trade and Industry (DTI) has noted deceptive sales has become the number one complaint of consumers on online shopping.
Worse, electronic commerce (e-commerce) platforms fail to resolve most of these complaints.
Ruth Castelo, DTI undersecretary, said at the Laging Handa public briefing yesterday, merchants and e-commerce platforms found to be engaged in deceptive sales face P300,000 in fines and can be shut down.
Castelo said during the height of the pandemic in 2020 and 2021, defective products was the top complaint of online shoppers but this has since been overtaken by deceptive sales in 2022 up to this year.
The third common complaint is poor customer service.
Castelo said failure to resolve complaints of consumers has triggered DTI Secretary Alfredo Pascual to summon the explanation of two of the country’s largest e-commerce platforms.
“We have cases pending and being resolved by adjudication and mediation officers. We noticed that while some issues are resolved (by the seller/platform), there are more cases which remain unresolved.
We have been reminding them to follow the law,” Castelo said referring to a 2022 joint administrative order collating all laws on online retailing which the platforms and individual merchants have to follow.
Castelo said DTI also noted violations on Price Tag Law.
“Even the large platforms don’t observe shelf tagging. The price should be indicated on the product and should be the same as the price in physical stores,” Castelo said.
Castelo added the DTI has two dedicated units staffed with 10 personnel monitoring all online platforms and individual sellers.
Meanwhile, multinational vape manufacturing company, RELX has expressed its full support and vowed to work closely with the DTI in strengthening the oversight of sellers involved in the distribution of vape products in the country.
“RELX acknowledges the importance of upholding the provisions outlined in Republic Act (RA) No. 11900, also known as the “Vaporized Nicotine and Non-Nicotine Products Regulation Act,” said Patrick Drilon, RELX International head of external affairs in a statement on Friday.
Drilon said RELX actively cooperates with government authorities to ensure the effective implementation of RA 11900. RELX fully supports government authorities in their efforts to enforce selling regulations and take necessary actions against any violations,” Drilon said.
Drilon issued the statement following Pascual’s recent order for a strict monitoring of sellers of vape products to ensure that the restrictions stipulated under RA 11900 are being implemented.
RA 11900 establishes guidelines and restrictions concerning the sale and distribution of vaporized nicotine and non-nicotine products within the Philippines.
The DTI recently reported that it has confiscated 13,784 vape related products from non-compliant stores since the passage of RA 11900.
